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Technology


Respect goes a long way


Hospitality’s reopening is something to be celebrated, for businesses and customers alike. But all should remain cautious in respect of the pandemic rules still lingering, and in respect of people – guests and staff – that are still unsure about their own safety. As leaders of the sector, hospitality managers can help ease everyone into this happier period with a little understanding, writes HOSPA CEO Jane Pendlebury.


F


or the last year or so I have been saying how much the wider public have been missing the convenience of grabbing a coffee from a


cafe, stopping for a drink with friends in a bar and spending time away from home on holiday. I talked of there being a new-found appreciation for the hospitality industry, and that this could well be of great benefit to all of us who work within it. I still believe this to be true. Hospitality businesses have been missed, and people are delighted to be getting back to some kind of ‘normal’ life – however, I am horrified at the way front-end staff are being treated. I understand that expectations from our guests


are high. Those that have just been given back their freedom to meet with friends in a restaurant or to stay overnight in a hotel have high hopes of a perfect evening out or weekend away. Naturally, it is in our best interests to welcome guests back and to deliver that great experience for them. Most of


Hotel Management International / www.hmi-online.com


us have the desire to exceed expectations so deeply rooted within us that it’s second nature. Little or no effort is required to smile and endeavour to address their needs and wants, however demanding they might be. Hoteliers rise to challenges day in, day out, and take pride in the successful resolution of any issues. This reopening period should be a joyous time, it should be happy faces all round, from the guests to those serving them, and everyone behind the scenes too. From what I am being told, though, that simply isn’t happening. Guests are coming away disappointed. Staff are ending up in tears. Where has it all gone wrong?


Troubled reports It’s easier for us who work in hospitality to see it from both sides. We are the privileged ones who understand that front-end staff have been away from work for so long, and that there is a


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Inside Creative House/Shutterstock.com


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